1. Background and scope
1.1 This SLA governs the service levels for integrations that iGoMoon develops and operates on behalf of the Customer using third-party infrastructure (such as Amazon Web Services, "AWS"). Such integrations are Platform Services under the Main Agreement.
1.2 This SLA applies only where the Customer, under the Main Agreement or an Additional Assignment, has purchased an integration that iGoMoon develops and operates on third-party infrastructure on behalf of the Customer. For Customers who have not purchased such integrations, this SLA does not apply.
1.3 The SLA governs service levels, availability, support and remedies in the event of deviations for the Integration(s) covered by this SLA.
1.4 In the event of any conflict between this SLA and the Main Agreement, including iGoMoon's general Terms and Conditions (T&C), this SLA shall prevail in matters relating to availability, support and service levels for the Integration. In all other respects, the Main Agreement shall prevail.
1.5 This SLA is published at igomoon.com/service-level-agreement and is incorporated into the Main Agreement by reference.
2. Definitions
The following definitions apply in this SLA:
Integration means an integration that iGoMoon develops and operates on behalf of the Customer pursuant to the Main Agreement, hosted on third-party infrastructure.
Service means the Integration(s) covered by this SLA, including the related hosting, maintenance, and support activities provided by iGoMoon.
Availability means the time during which the Service is accessible and operates in accordance with specification, expressed as a percentage per calendar month.
Business Hours means the hours during which iGoMoon provides support, namely weekdays 08:00–17:00 Swedish time, excluding Swedish public holidays.
Measurement Period means a calendar month.
Planned Maintenance means maintenance work that iGoMoon has notified in advance pursuant to section 5.
Incident means an unplanned interruption or fault affecting the Service's availability or function.
Business Day means a weekday that is not a Swedish public holiday.
Main Agreement means the agreement between iGoMoon and the Customer governing the provision of iGoMoon's services, including any Additional Assignments.
3. Scope of the Service
3.1 What the SLA covers
The SLA applies to Integrations operated by iGoMoon on third-party infrastructure on behalf of the Customer pursuant to the Main Agreement, including:
- Operation and maintenance of the Integration's application code
- Configuration and monitoring of infrastructure resources associated with the Service
- Security updates and patching of the application
- Support during Business Hours pursuant to section 6
3.2 What the SLA does not cover
The SLA does not cover interruptions or faults caused by:
- The HubSpot platform or other platforms owned by the Customer
- Third-party APIs and services on which the Integration depends (for example HubSpot, TIC.io, Microsoft Business Central, or equivalent)
- The Customer's own systems, networks, software or incorrect configurations made by the Customer
- Interruptions or service disruptions in the underlying infrastructure provider that are outside iGoMoon's control
- Force majeure as defined in the Main Agreement
4. Availability
4.1 iGoMoon undertakes that the Service shall have an availability of no less than ninety-nine point five per cent (99.5%) per Measurement Period.
4.2 Availability is calculated using the following formula:
Availability (%) = ((Total time in the Measurement Period − Unplanned downtime) / (Total time in the Measurement Period − Planned Maintenance)) × 100
4.3 99.5% availability corresponds to a maximum of approximately 3 hours and 39 minutes of unplanned downtime per calendar month.
4.4 When calculating Availability, time covered by the exceptions in section 9 is excluded.
5. Planned Maintenance
5.1 iGoMoon is entitled to carry out Planned Maintenance of the Service. Such maintenance is notified to the Customer in writing by email no less than five (5) Business Days in advance.
5.2 Planned Maintenance is, to the greatest extent possible, performed outside Business Hours, preferably in the evenings or on weekends.
5.3 Planned Maintenance is excluded from the calculation of Availability pursuant to section 4.
5.4 For critical security updates, iGoMoon is entitled to perform emergency maintenance with shorter notice. In such cases, iGoMoon shall inform the Customer as soon as reasonably practicable.
6. Support
6.1 Business Hours
Support is provided weekdays 08:00–17:00 Swedish time, excluding Swedish public holidays.
6.2 Contact channels
The Customer may contact iGoMoon support via:
- Email: support@igomoon.com
- Telephone: +46 (0)10 410 11 00
6.3 Classification of cases
When the Customer reports a case, iGoMoon classifies it in consultation with the Customer in accordance with the severity levels in section 7. The classification is based on the case's actual impact on the Customer's operations.
7. Severity levels, response times and resolution times
7.1 Response and resolution times are counted within Business Hours. Time outside Business Hours is not counted. Cases received outside Business Hours are deemed received at the start of the next Business Hours.
7.2 Response time means the time from when iGoMoon receives the case within Business Hours until iGoMoon has confirmed receipt and begun handling it.
7.3 Resolution time means the time within which iGoMoon works to resolve the case or establish a temporary workaround. Resolution time does not constitute a guarantee that the fault will be finally resolved within the stated time.
8. Service Credits
8.1 If iGoMoon during a Measurement Period fails to achieve the agreed Availability pursuant to section 4, the Customer is entitled to a service credit in accordance with the table belo
| Actual Availability during the Measurement Period | Service Credit (% of monthly fee for the Service) |
| ≥ 99.5% | No credit (service level met) |
| 97.0% – 99.49% | 10% |
| 95.0% – 96.99% | 25% |
| < 95.0% | 50% |
8.2 The Service Credit is calculated on the fixed monthly fee paid by the Customer for the Service during the relevant Measurement Period. One-off fees, project fees and other variable costs are not included in the calculation basis.
8.3 The maximum Service Credit per Measurement Period is fifty (50) per cent of the monthly fee for the Service.
8.4 The Customer shall request the Service Credit from iGoMoon in writing no later than thirty (30) days after the end of the Measurement Period during which the service level was not met. The request shall include documentation evidencing the deficiency. If the Customer fails to request the Service Credit within this time, the right to the credit lapses.
8.5 No Service Credit is granted if the Customer at the time of the deficiency is in arrears with payment under the Main Agreement.
8.6 Approved Service Credits are offset against the next monthly invoice for the Service.
8.7 Service Credits under this section 8 constitute the Customer's sole and exclusive remedy and compensation for iGoMoon's failure to meet the Availability under section 4. The Customer is not entitled to damages, price reduction or other compensation in the event of such failure, beyond what follows from this section. The foregoing does not apply in the case of gross negligence or wilful misconduct on the part of iGoMoon, or where mandatory law provides otherwise.
9. Exceptions
9.1 iGoMoon's undertakings under this SLA do not apply to interruptions, delays or faults caused by:
- Force majeure as defined in the Main Agreement, including but not limited to natural disaster, war, governmental decision, strike, sabotage or cyberattack against a third party
- Interruptions or service disruptions at AWS or any other underlying infrastructure provider that are outside iGoMoon's control
- Interruptions or faults in third-party APIs and services on which the Integration depends (for example HubSpot, TIC.io, or equivalent)
- The Customer's own systems, networks, software or incorrect configurations performed by the Customer or its subcontractors
- Actions or omissions by the Customer contrary to iGoMoon's written recommendations
- Planned Maintenance pursuant to section 5
- Emergency security maintenance required to mitigate a serious security risk
9.2 Time covered by the exceptions in section 9.1 is not counted as downtime when calculating Availability.
10. Reporting
10.1 iGoMoon provides a report on Availability for a Measurement Period upon the Customer's written request. Such a report is provided within ten (10) Business Days of the request.
10.2 In the event of an SLA breach pursuant to section 4, iGoMoon shall, without a separate request from the Customer, provide a written report within ten (10) Business Days of the end of the Measurement Period. The report shall contain: (a) actual Availability during the Measurement Period, (b) the cause of the deficiency, (c) the actions taken, and (d) any preventive measures.
11. Escalation
11.1 If the Customer considers that a case is not being handled within the agreed times or with adequate quality, the case may be escalated as follows:
- Step 1: Contact iGoMoon support via support@igomoon.com or +46 (0)10 410 11 00
- Step 2: Escalate to the Customer's designated account manager at iGoMoon
11.2 Contact details for escalation are provided by iGoMoon upon entering into the Main Agreement and are updated as necessary.
12. Security incidents
12.1 The handling of personal data breaches is governed by the Data Processing Agreement (DPA) entered into between the Parties within the scope of the Main Agreement.
12.2 In the event of a security incident that does not constitute a personal data breach, iGoMoon shall inform the Customer without undue delay and describe the nature and scope of the incident, as well as the actions taken.
13. Changes to the SLA
13.1 iGoMoon may amend this SLA from time to time. The current version is always available at igomoon.com/service-level-agreement. When a new version takes effect, the previous version is archived at a dated URL (for example igomoon.com/service-level-agreement/2026-05-12) and remains accessible for reference.
13.2 Material changes to this SLA will be notified to the Customer by email at least thirty (30) days before they take effect. Non-material changes (such as updated contact details, minor technical clarifications, or editorial corrections) may be made by iGoMoon with written notice to the Customer, without the thirty (30) day notice period.
13.3 If the Customer does not accept a material change, the Customer is entitled to terminate the affected Service with effect from the date the change takes effect, by giving iGoMoon written notice no later than the day before the change takes effect. If the Customer continues to use the Service after the change has taken effect, the Customer is deemed to have accepted the change.
13.4 Previous versions of this SLA remain in effect for the Customer until any new version takes effect under the rules in this section 13.
14. Term
14.1 This SLA applies from the date the Main Agreement enters into force and for as long as the Main Agreement remains in effect between the Parties and the Customer has access to an Integration covered by this SLA.
14.2 Termination of the Main Agreement or of the Customer's access to the Integration automatically terminates this SLA in respect of that Customer.
15. Governing law and disputes
Governing law and the handling of disputes are governed by the Main Agreement.
Version history